Financial Customer Service Representative

Anne Arundel County Office of Personnel; Maryland; Hybrid; USD 42,000 - 56,000; Full time

Job summary

Anne Arundel County Government is seeking a Financial Customer Service Representative in the Office of Finance. This full-time, permanent position entails answering inquiries, handling real estate taxes, water/sewer bills, and billing adjustments in a hybrid work setting with on-site work required during the probationary period.

The role includes processing deeds, refunds, and transfers, maintaining records, and providing information for management.

Qualifications

• Education: graduation from high school or college coursework in public or human relations.
• Experience: four+ years in public contact work involving complaint and problem-solving.
• Note: position requires a thorough background check.

Responsibilities

• Answer telephones, serve walk-in customers, and process mail and deeds.
• Respond to inquiries and complaints from the public.
• Process payment refunds and transfers for overpayments.
• Maintain files and prepare duplicate bills and letters.
• Research billing files and certify liens or prepare duplicate bills.
• Provide information for management purposes.

Skills

Customer service

Good judgment

Communication skills

Computer skills

Office software

Interpersonal skills

Education

High school diploma

College coursework in public relations or related field

Tools

MUNIS

MAINFRAME

ACD system

Excel

Job description

Position Description

Anne Arundel County Government is hiring for a full-time, permanent

Position Description

Anne Arundel County Government is hiring for a full-time, permanent Financial Customer Service Representative position within the Office of Finance.

During the probationary period, this hybrid role requires working on-site Monday through Friday.

This is customer service work at the full performance level, responding to inquiries and complaints from the general public.

NATURE AND VARIETY OF WORK

Work includes answering telephones, serving walk-in customers, and processing mail and deeds.

Work is performed with general supervision. Assignments are stable in nature and are carried out in accordance with defined policies and procedures. An employee in this class ensures professionalism in providing quality service to the public. Contacts with the general public are extensive and important.

Examples Of Duties And Knowledge, Skills And Abilities

• Provides full service to the public regarding real estate taxes, water and sewer bills, front-foot assessments, and personal property/corporation tax bills.
• Receives and responds to telephone calls and provides service to walk-in customers.
• Processes mail by preparing duplicate bills, writing letters, and updating files.
• Receives and processes deeds for the public by researching billing files and certifying that either all liens are satisfied or preparing duplicate bills.
• Maintains files and correspondence, records statistics, and completes all follow-up work in order to process customer requests and to provide information for management purposes.
• Processes payment refunds and payment transfers for overpayments and misapplied payments.
• Works with customers to resolve billing issues and process adjustments, if applicable.
• Performs other duties as assigned or required.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of modern office practices, procedures, and equipment.
• Knowledge of departmental rules, regulations, procedures, and functions.
• Knowledge of basic business English, spelling, and arithmetic.
• Ability to use good judgment in determining appropriate procedures or courses of action.
• Ability to establish and maintain effective working relationships with associates and departmental employees.
• Ability to communicate effectively and courteously, orally and in writing, with the public in all instances, including complaint and enforcement situations.
• Proficient computer skills, with the ability to learn new software.
• Ability to operate basic office and maintenance equipment and software.

Minimum Qualifications

Education: Graduation from high school, college-level coursework in public or human relations or a related field.

Experience: Four (4) years or more of experience in public contact work involving complaint and problem-solving situations.

NOTE: This position requires a thorough background check.

Supplemental Qualifications

• Experience with county, state, or federal utility billing practices.
• Two (2) or more years of experience with MUNIS and MAINFRAME systems or similar systems.
• Experience with county, state, or federal meter services and procedures.
• Two (2) or more years of experience working with an inbound call center Automatic Call Distribution (ACD) environment.
• Experience with deed processing and thorough knowledge of utility and tax billing.
• Intermediate or higher-level MS Word and Excel experience.
• Spanish/English Bilingual speaking experience.